Application Support Engineer

Full-time Hybrid (1-2 days/week in-office) Based in Kentish Town, North London

We have an exciting new opportunity to join our Application Support Team as a Junior Application Support Engineer.

Based in North London, Smartodds provides in-depth research and analysis on sporting events around the world, supported by world-class, bespoke software platforms.We areproud of our collaborative and dynamic culture, grounded in our core values of Boldness, Open-mindedness, Ownership, and Togetherness. We are a small and collaborative team-our environment is open, inclusive, and focused on doinggreat worktogether.

About the role
As anApplication Support Engineer, you will serve as a knowledgeable and reliable point of contact for our clients, delivering exceptional customer service and advanced technical support for our bespoke software applications. Your experience will enable youto manage challenging queries efficiently, guide users through advanced software features, and help ensure every client enjoys a smooth and positive experience.

You will not only resolve complex problems but alsomakevaluablesuggestions, collaborate with engineers at all levels, and drive continuous improvements that keep our products at thecutting edge. You will be a resource to others, sharing effective practices and supporting less-experienced colleagues.

Working alongside a supportive team of experienced colleagues,you willbenefitfrom comprehensive training, hands-on learning, and ongoing mentoring toenhancebothyour technicalexpertiseand your client-facing skills.

Please note: This rolerequires coveringshifts between 8am and 8pm, Monday to Sunday, including bank holidays.

• Rapidly gain andmaintaindeepexpertisein our bespoke software applications
• Provide general day-to-day support to junior engineers where needed
• Produce advanced guides and documentation for both internal and client use
• Collaborate with fellow Support Engineers and development teams, sharing knowledge and leading process improvement initiatives
• Act as a key liaison with clients to understand requirements,provideexpert guidance, and ensure high satisfaction levels
• Log and document incidents, lead troubleshooting efforts, and produce clearand comprehensivesupport documentation
• Investigate and resolve complex incidents and technical issues, ensuringtimelyand permanent resolutions
• Monitor andmaintainapplication health, proactively responding to system alerts and client queries

Required

• 2+years of relevant experience in technical support, software applications, or customer service
• Strong enthusiasm for technology and continuing professional development
• Demonstrable experience delivering technical support for bespoke software platforms
• Excellent verbal and written communication; able to manage complex customer interactions effectively
• Proven success in troubleshooting issues with a systematic and analytical approach
• Able to work confidently both independently and as part of a collaborative team
• Solid understanding of Windows systems, withexperience supporting bespoke software environments
• Workingproficiencyin SQL, scripting, and monitoring tools
• Familiarity with API tools such as Swagger, enabling effective understanding and troubleshooting of API integrations within bespoke software

Preferred

• Degree in Computer Science, Information Technology, or demonstrably equivalent professional experience and certifications
• Prior experience or understanding of the sports analytics, betting, orfintechsectors,with a genuine interest in how technology powers data-driven decision making

From Day One

• 30 days holiday (in addition to bank & public holidays)
• In-house chef
• In-house masseuse
• Team sporting events
• 25% discount on Brentford Football Club merchandise
• Cycle to work scheme
• Employee Assistance Programme
• Interest-free travel season ticket loan
• Offsite trips

Available on selected days

After 3 Months

• Pension - Employer Contribution starting at 5.5%, and employee starting at 2.5%
• Income protection - 75% of salary (subject to terms & conditions)
• Private Medical Insurance - including coverage of any excess payment
• Life Assurance (4 x times earnings at time of death)
• Enhanced Company Sick Pay
• A discretionary annual bonus

After 2 Years

• Increase in employer pension contributionto 6% (with a minimum employee contribution of 3%)
• Enhanced Maternity Pay
• Enhanced Paternity Pay

After 4 Years

• Increase in employer pension contribution to 7% (with a minimum employee contribution of 3.5%)

Smartodds is a privately-owned company providing statistical research and sports modelling services to customers, including professional gamblers and professional football teams. Our employees are based in North London with a number of consultants based globally.

Founded in 2004, Smartodds has a proven record of providing exceptional services to its clients. We are a growing company and work in an exciting and fast-paced industry of which we are a market leader.

Smartodds' achievements are built around the talents of its employees. We like to think that despite the diverse background of the people who work at Smartodds, there is one thing we have in common: commitment and job satisfaction.

As part of a fantastic team, Smartodds' employees enjoy the opportunity to be the very best at what they do, contributing to the success of the company on a daily basis.